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A
Amogh
July 20, 2021
Question

Zendesk iOS Messaging SDK not retaining history

  • July 20, 2021
  • 14 replies
  • 69 views

Hey Team,

I am currently integrating the iOS Messaging Zendesk SDK by initialising the SDK with the channel key and launching the ZDKMessaging.instance.messagingViewController on successful initialisation.

I am running into an issue there - The zendesk chat opens up with previous message history and flows ONLY on the first launch of the zendesk viewcontroller instance.

If I close the zendesk chat, and re-open it, I see the zendesk chat view controller with a no previous messages. I can type the message in the input field at the bottom, however, once I hit send, the message isn't seen in the chat window.

 

Here is the attached screenshot of how the blank zendesk chat view controller is seen on the second instance.

    14 replies

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    H
    Harshini
    March 15, 2022

    @mick11, was there a ticket opened for this and was there a resolution?

    Mick O'Donnell
    Mick O'DonnellProduct Manager
    Product Manager
    April 7, 2022

    Hi Harshini,

    Yes, we resolved this issue for the other customer through a support ticket. There was no need to release a new version of the SDK, this was more of an issue with that specific implementation. If you are still having issues with the SDK, please open a support ticket, and we can help you to investigate this.

    Shakti
    Shakti
    June 10, 2022

    Hi @mick11,

    In our case chat history is getting cleared once the chat ends either because of 15 mins timeout or if either party ends the chat. Is this the expected behaviour and if yes then how can I avoid this from happening? Will user authentication solve this?

    Our goal is to make the complete chat history visible for the user.

    Thanks

    Mick O'Donnell
    Mick O'DonnellProduct Manager
    Product Manager
    October 8, 2025
    Old ticket since 2022. Closing out.
     
    Mick
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